Black Friday (or Cyber Monday for all those online deal hunters) is approaching quickly, and anyone who’s ever worked in customer service this time of year can understand the madness that looms ahead. Customers compete with each other to be the first ones out of the gate to score the best deals of the year. Consequently, if your company’s customer experience journey somehow interferes with providing a seamless transaction – resulting in a lost deal – there will be hell to pay. And it’s no secret that customer service agents bear the brunt of any customer experience catastrophe. This is why it’s so important to implement solutions that can alleviate the stress for both the customer and the service agent. Continue reading
Let’s get straight to the point – If you want a successful contact center, excellent customer service must be at the heart of it. An abandoned call is just the opposite of that. Whether customers are staring at their watches in a checkout line or tapping their fingers while on hold, the time they spend waiting diminishes the experience. Period.
Customers expect to receive service quickly and efficiently. It’s no secret that they hate waiting on hold, which is why they choose to hang-up instead. I’m certain you’re asking the question: Couldn’t they have stuck it out just a little longer to get the answer they needed? The answer is no. 60% of customers will abandon a call after just one minute of waiting on hold. The world is moving at a rapid pace and your contact center needs to keep up. (Don’t worry, I won’t be pointing the finger throughout the entire blog, I actually have a solution for you – yay!)
We hear about it every single day; customers stuck on hold for what seems like eternity. It’s a cruel reality, but at Fonolo we make it our mission to take customers off hold and bring them back into the real world. We’re fighting the good fight, for you – the customers – and you – the call center agents – and for customer service as a whole.
The journey to resolving a simple customer service issue should be just that, simple. Plus, there are better things you could be doing with your time than sitting around waiting on hold. Well, this November we’re MOtivated to take a stand. We’re challenging companies to give back for all the hold time customers have endured this year. Let’s break it down… Continue reading →
Is your contact center still forcing callers to wait on hold? If so, you are missing out on a great opportunity to increase customer satisfaction and reduce call center costs. Not surprisingly, 75% have said the option of a call-back highly appeals to them. If that’s not reason enough, how about some peer pressure?
The Contact Center Decision Maker’s Guide is one of the most exhaustive studies of the industry and the 8th edition was recently released by our friends at ContactBabel. It has a terrific section on call-backs, and we’re very pleased to see that more and more call centers are adding call-back options.
Today’s consumers have very high expectations when it comes to customer service in general, and contact centers in particular. 76% say just ONE unpleasant contact center experience is enough to make them take their business elsewhere. The pressure is on. Continue reading →
We’re excited to share with you our most recent success story featuring Credit Union of Colorado. Located in multiple cities within the state of Colorado, this credit union emphasizes the importance of delivering a superior member service.
With a proud focus on the experience they kept a keen eye on the contact center, and had identified instabilities which were negatively affecting the calling experience. Due to staffing changes, weather issues, and a surge of card replacements, they experienced the “perfect storm” in their call center and the result was increased wait times for callers. This led to a high level of dissatisfaction among members, culminating in numerous complaints to the credit union. Continue reading →
Since the 1960s, technology has played a huge role in the evolution of the contact center. For this blog we’ve dug into the roots of the call center to unearth a few images of decades past. This infographic reveals candid snapshots of the call center and how agents have adapted to new waves of innovation over the years.
Whether you cringe or laugh, it’s clear, we’ve come a long way… Continue reading →
Millennials (those aged 18 to 30) aka Generation Y, are the next generation of customers that businesses need to attract in order to succeed. This generation is set to overtake baby boomers on spending power, and will surpass Generation X soon after that. The challenge is they are so different from past generations that businesses must adapt to a new style of customer service.
Here are a few key strategies to wooing Millennials and growing your business. Continue reading →
89% of customers have stopped doing business with a company after a poor customer experience. While this is an alarming statistic, you should keep in mind that making simple changes to your call center can make all the difference. One obvious strategy for improving the customer experience is to address long hold-times, which is typically the result of unexpected spikes in call volume. Continue reading →
Are you ready to shift your customer experience management (CXM) into high gear? Customers are more demanding than ever, and with endless channels to vent their frustrations (and applauses) through, it’s your job to stay sharp and navigate the customer journey effectively. In addition to this, Salesforce reports that “89% of customers have stopped doing business with a company after experiencing a poor customer experience”.
We see you sweating. Don’t worry. In this blog we’ll share a collection of customer experience cheat notes to help you manage your KPIs effectively. Continue reading →
In our on-going effort to demystify call center metrics, let’s take a look at “occupancy rate”. This is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization”. You might think a simpler measurement like “call per hour” would answer this same question. But as is often the case with call centers, things get complicated quickly.
In this post we will look into how occupancy rate is calculated, what value it adds to the vast mix of call center metrics and the problems that can arise if it is used improperly. If you like this type of post, you should check out our other posts on call center metrics such as What Are the Top Metrics in Your Call Center?, Finding the Right Service Level for Your Call Center, and Why Your Call Center Needs to Watch Abandon Rates. Continue reading →